Search Results for: Statistics

Avoiding wrong statistics, measure what matters to customers (part 2)

This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers. As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS). Gerry’s advice builds on our month […]

October 3, 2018

Lies, damn lies & the wrong statistics, measuring what matters, part 1

Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure. So, on this topic […]

October 1, 2018